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SNGPL customer services
On 18 March 2024, an elderly lady approached me for help as officials from SNGPL Gujrat were disconnecting her gas supply. Despite offering immediate payment of her bill, the employee refused and behaved poorly towards her during Ramadan. Filing a complaint on the Citizens Portal yielded no results, but instead, I received threatening calls from SNGPL officials over the next 20 days. Even after demanding an apology, the situation worsened.
Despite showing proof of payment, the same official returned to disconnect the lady’s gas connection on May 9, 2024, seemingly in retaliation for my complaint. This act was unjustified as the lady had only one month’s bill overdue, with no outstanding arrears. The targeting of her meter among all others in the village for a single month’s overdue payment was discriminatory and unacceptable.
Subsequent messages on the Citizens Portal dismissed my complaint, disregarding the fact that my own gas bill was up-to-date. This highlights the systemic issue of SNGPL’s inadequate customer service, which failed to address the distressing experiences faced by the elderly lady. Despite being a crucial utility provider, SNGPL officials demonstrated a lack of empathy and professionalism by disconnecting her gas supply during Ramadan and subjecting her to abusive behaviour.
The dismissive responses to complaints filed on the Citizens Portal further underscore the urgent need for SNGPL to improve its customer care. Immediate action is required to ensure that complaints are handled promptly and effectively, and that staff are trained to treat customers with dignity and respect. In conclusion, SNGPL’s failure to provide adequate customer service in this case is unacceptable. The company must take immediate steps to address these issues, including training its staff to handle complaints professionally and respectfully. Additionally, measures should be put in place to ensure that incidents of discrimination and retaliation are thoroughly investigated and addressed. Only then can SNGPL regain the trust of its customers and fulfil its responsibility as a vital utility provider.
AIJAZ AHMAD
Gujrat
Heatstroke in Larkana
Larkana is currently grappling with extreme heat and severe power outages. I travelled from Islamabad to take my exams in Larkana, but unfortunately, they were postponed due to heatstroke and the exacerbating problem of power cuts. The outages aren’t brief, lasting just 1-2 hours, but stretch for several hours both during the day and night. The situation people here are facing is concerning, with the unusual frequency and duration of load shedding, compounded by adverse weather conditions, making life exceedingly difficult for many. Beginning work in the morning or even attending offices has become challenging.
As the sun rises, the warmth intensifies and the unavailability of electricity adds to our worries. Sometimes even solar panels cease to function due to load shedding. Above all, the postponement of exams has immobilized many, as moving elsewhere during exams is not an option. Moreover, the anticipation is that June will be even hotter than May. The government needs to take urgent and effective measures to ensure uninterrupted power supply throughout Larkana in particular and Sindh in general.
AREEBA ALTAF
Larkana
